After a 24×7 call centre and mobile app, Delhi Jal Board has launched an online complaint registration facility, which provides for “automatic escalation” of complaints, if they are not redressed in a time-bound manner.
As per the facility, the users can lodge their complaints on the DJB’s official website, following which the complainant would receive an acknowledgement through an SMS, email or a phone call, the DJB said.
“There will be a track record of all telephone calls, mails and SMS for follow-up. There is a provision for automatic escalation of complaints, if they are not redressed in a time-bound manner,” it said in a statement.
“All the junior engineers have been directed to attend to the complaints personally and on priority basis. The complaints pertaining to water supply, request for tankers, water contamination etc. are required to be addressed in the minimum time.
“And before closing any complaints, an attempt will be made by the concerned officer of DJB to interact with the complainant and confirm that the problem has been satisfactorily resolved,” it said.
All the complaints are being monitored by the senior officials including the CEO, DJB, on a daily basis, it added. DJB already has a toll free (No 1916), 24×7 call centre and a mobile application to post complaints regarding water issues.